Telecom customer services appear to be stuck in the early 20th Century with the telephone call the primary channel for service provision that can take days to affect. Compare that to Google, Amazon, IBM, Apple and other modern companies where customers control service provision by the minute or second.
Modem business is driven by the accumulation of customer data, but the Telecom Industry sees vast amounts of customer-related data dormant and untapped. As a result, many new opportunities are lost. For example, the behavior of people, devices, systems, and networks give the earliest indicators of potential security problems.
OTT operators exploit networks and make far greater profits than any other sector and this might be further amplified by the roll-out of 5G. But without a fundamental rethink of FTTP, 5G will fail to deliver sufficient coverage and the advertised data rates. This pending failure is already seeing alternative solutions from outside the industry along with the realization that most ‘things’ on the IoT will never connect to the internet!